By: Lanette Thurman On: March 17, 2015 In: Interactive Intelligence Comments: 0

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more.

I see Workforce Management in 3 very distinctive yet inclusive parts of one another – the Real-Time Analyst, the Forecaster and the Reporting Specialists.









In this 3-part series, I would like to delve into how they are separate yet very inclusive of one another. Additionally, I’ll tie in how the Interactive Intelligence tools help these three groups of people be successful in their work for your call center. Let’s kick things off with the Real-Time Analyst.


The Real–Time Analyst

The Real-Time Analyst is the eyes and ears of the call center. This person knows trends of the call center like no one’s business. They truly get the importance of agents coming back from break, lunch, training, and meetings in a timely manner. They can spot when a customer service rep may be having an issue with a caller.

How you might ask? They are studying their dashboard — looking at the talk times, studying incoming call volume, paying attention to the slightest change in other daily KPI’s. Once calls are in queue, this person is the first to react, ensuring variations are not just a spike or a normal trend that happens.

How does the Real-Time Analyst interact with the other areas within the Workforce Management department? They send out intra-day reports throughout the day. This provides the team with a high level “pulse check” of how the call center is doing. They are very familiar with expected average talk time, service level, calls offered and calls abandoned. If any of your key indicators seem “off,” they are pulling reports and informing your forecaster.

Just as your customer service representatives are on the frontline of understanding the pulse of your customer, the real-time analyst should understand they are the first to triage any issues that may be going on within your call center. Although not working directly with the customer representatives, they should have the ability to contact the supervisors and upper management to alert them with updates.

What tools does your Real-Time Analyst need to be successful? The Interaction Center Business Manager suite has Interaction Supervisor with excellent real-time views that can be adjusted to view the queue, agents or both simultaneously. It also includes Interaction Reporter with detailed reports that have a wonderful hyperlink that will take you from a summary report to a detailed report in seconds.

IC Business Manager – Interaction Supervisor





















Do you have this anchor in your call center? Do you understand how to use the tools in your system to monitor the “pulse” of the call center? If you have questions about helping your Real-Time Analyst make better use of their tools, please let us know.


Here’s a sneak peek at the next 2 topics in this series:

  1. The Forecaster is the trendsetter and number cruncher of the call center. They look at various statistics to determine possible staffing additions or reductions, training schedules and to give input to determine call center service levels and goals.
  2. The Reporting Specialist is the person that pulls all the reports together and has the ability to present lots of numbers to management in a logical, high-level manner.


Stay tuned – more great insights on Workforce Management coming your way next month!